Onboarding Specialist

Role Overview

Wellford Medical Clinic is looking for a proactive, highly organised professional to join its Clinical Onboarding Team. In this position, you will oversee the complete patient onboarding journey, starting from first registration and continuing through to clinical readiness and activation. The aim is to keep patients moving smoothly through every stage while providing a reassuring, efficient, and professional experience.

This is a structured, process-led role that brings together patient communication, accurate data handling, and coordination across several internal and external systems. A background in clinical work is helpful, though not required, because full training on pathways and eligibility criteria will be provided.

Key Responsibilities

• Reach out to patients who have expressed interest in the clinic and support them throughout the onboarding process.
• Explain and guide each step of onboarding through phone, email, and digital communication channels.
• Answer patient questions in a clear, empathetic, and professional manner.
• Follow up actively so patients continue progressing and do not become stuck in the onboarding flow.
• Manage each patient from registration through to final activation.
• Collect and confirm the information needed from patients, including medical history, consent documents, and identification.
• Work with patients and external organisations such as GP practices to obtain medical records.
• Raise, track, and monitor medical record requests.
• Check patient details against clinic eligibility requirements.
• Spot incomplete or missing information and chase the next steps as needed.
• Escalate complicated cases and record the outcomes accurately.
• Arrange and coordinate consultations, making sure patients are fully prepared in advance.
• Track upcoming appointments and resolve any issues, such as missing paperwork.
• Share updates or changes promptly and clearly.
• Keep records accurate and compliant across CRM, booking, and clinical platforms.
• Maintain data quality, completeness, and readiness for audit at all times.
• Support scheduling efficiency so clinical capacity is used effectively.
• Resolve cases where information is incomplete or delays occur in onboarding.
• Handle sensitive situations with professionalism and care.
• Escalate concerns appropriately when needed.
• Look for ways to improve onboarding efficiency and the patient experience.
• Contribute to process improvements and help maintain a high-quality, patient-centred service.

Requirements

• Strong organisational ability and solid administrative skills.
• Excellent written and verbal communication skills.
• Previous experience in a patient-facing or customer-facing role.
• Strong attention to detail and the ability to manage several tasks at once.
• Comfort working across different systems and operational processes.
• Ability to work independently in a busy, fast-moving environment.
• Clinical or healthcare experience is advantageous, including exposure to nursing, allied health, pharmacy, or similar regulated settings.
• Experience in care coordination, patient onboarding, or healthcare administration is desirable.
• Prior use of CRM or case management tools would be beneficial.
• Interest in specialist healthcare or medical cannabis is welcome; training will be provided.

About Wellford Medical Clinic

Wellford Medical Clinic is a CQC-registered specialist medical service that provides safe, evidence-based care, including advanced therapies such as medical cannabis. The organisation combines clinical expertise with modern digital pathways to deliver a smooth and personalised patient experience.

Why Join Us

• Annual bonus opportunity.
• Clear pathways for career growth.
• Comprehensive training on onboarding processes and systems.
• Supportive and collaborative team environment.
• The chance to contribute to a rapidly growing healthcare organisation.

Success Measures

• How effectively patients progress through each onboarding stage.
• The time required to complete onboarding.
• The accuracy and completeness of records.
• How well appointments are prepared for and completed.
• Overall patient experience and satisfaction.